Jump to the questions:
I cannot convert my Project into a Job
Check if you have a Project Address set. Navigate to Sales > select the Lead > Details, scroll down to find Project Address.
⚠️ Your address must include a postal code and state.
The Address is not saving properly
Sometimes the Google Maps integration has difficulty recognising an address, particularly with new land developments or subdivisions.
If you cannot find the correct address, enter random characters to trigger the Enter Address Manually button.
Click on Enter Address Manually, complete the address details, and Save.
Once saved, refresh your browser, and the address will display correctly, ready for your project to be converted to a Job.
The Recipient or Client Name is not displaying in documents
In the document right-hand-side menu, select Send Document and use the drop-down or Custom Email Address to choose the recipient.
Client not showing in the drop-down?
Navigate to the Lead or Job Details, scroll to the bottom, and verify that the contact has been assigned, or Add Contact details and click Save Changes.
Only partial information is showing?
Check that the details are included in the contact. Click on the Contact to open details or navigate to Contacts > Clients > Select the Client and verify that the name, email, mobile, and home address have been entered correctly.
I cannot send a Client Invoice
The most common cause for this error is that the client does not have a Xero Contact. Navigate to Job Details > Scroll to Contact Details > Select the Client.
If the Xero Contact field is blank, click 
the drop-down and search for your contact by typing their name.
⚠️If the contact is not present, refresh your contacts before creating a new contact, or you may end up with duplicate contacts in Xero.
I cannot sync with Xero
ℹ️This task requires someone with Admin-level access (Full Access) and Xero permissions to add integrations.
Navigate to Settings > Account Integration and click on Disconnect from Xero.
Log in to Xero, click on the company name to display the drop-down menu and click on Settings.
Navigate to your organisation's Settings > Connected Apps. If JACK App is not listed as a connected app, return to JACK App and navigate to Settings > Account Integration, and proceed with Connect to Xero. Follow the on-screen prompts.
If JACK App is listed as a connected App, click the Disconnect button and reconnect to Xero through JACK App Settings > Account Integration.
Ensure your Xero Chart of Accounts is set up for Sales, Bills, and Manual Payments before linking your accounts in JACK. Once complete, click Save Changes to finalise the setup.
⚠️ Please do not disconnect the integration until you know who has access to reconnect it.
We cannot sync Timesheet(s) to Xero
You cannot push timesheets to Xero if that pay period already has timesheets created in Xero or another integration. If this happens, check with your payroll admin and review the existing timesheets in Xero Payroll before syncing again.
Make sure your Xero pay cycle runs Monday to Sunday, and that your staff are set up correctly. For more setup tips, check out this article on timesheets.
Can't receive Bills through your JACK Invoice Email Address
If bills aren’t appearing after being sent to your custom JACK Invoice Address, first check Settings > OCR or Finance > Bills > and click on 
. Ensure the sending email is added to Safe Senders, as JACK will only process bills from listed addresses.
ℹ️You can review your Logs by going to Settings > OCR, which shows all successfully received bills and any that have failed.
Need further assistance?
You can contact our friendly JACK Team via our support chat!